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ISO 20000 Lead Auditor Certification


The ISO/IEC 20000 Auditor certifications are credentials for professionals needing to audit an Service Management System (SMS) and, in case of the "ISO 20000 Lead Auditor" Certification, able to manage a team of auditors.

The principal competencies and knowledge skills needed by the market are the ability to proficiently plan and perform audits compliant with the certification process of the ISO/IEC 20000:2011 standard and to master the audit techniques and to manage (or be part of) audit teams and audit program.

Various professions may apply for this certification:

Auditor wanting to perform and lead an Service Management System (SMS) audits as the responsible of an audit team
Project manager or consultant wanting to master the Service Management System audit process
Person responsible for the Service or conformity in an organization
Member of the Service team
Expert advisor in information technology service management
Technical expert wanting to prepare for an ITSM audit function

The requirements for "Auditor" certifications are:


For certification purposes, the following audit types constitute valid audit experience:

If an applicant doesn't have all requirements to apply for the credentials of ISO 20000 Lead Auditor he/she may apply for the credentials of ISO 20000 Auditor or ISO 20000 Provisional auditor.

  1. Pre-assessment/pre-audit
  2. Gap analysis
  3. Internal audits
  4. Second party audits
  5. Third/external audits
  6. Opinion audit

To be considered valid, these audits should follow best audit practices and include most of the following activities:

  1. Audit planning
  2. Audit interview
  3. Managing an audit program
  4. Drafting audit reports
  5. Drafting non-conformity reports
  6. Drafting audit working documents
  7. Documentation review
  8. On-Site Audit
  9. Non-conformity follow-up actions
  10. Leading a team of auditors


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